Finance & Administration Standards of Service Excellence
The Office of Finance and Administration has completed a year-long project to define our standards for the high-quality services we provide to all faculty, staff and students.
Using the feedback received from the fall 2011 Service Excellence surveys of Financial Services, Human Resources, Information Technology, and Campus Services departments, the Finance and Administration leadership and staff collaborated with the Mass General Brigham Office of Training and Development to create standards that represent the level of service we strive to provide to everyone that we support.
The new standards of service excellence recognize that “Our job is service, our aim is excellence.” The standards are organized around spheres of action that describe how members of the Office of Finance and Administration will be collaborative, responsive, accountable, innovative, competent, and people focused. We recognize that the standards are integrated and that high quality services are the combined result of continually improving on every component of the service excellence strategy.
We in the Office of Finance and Administration departments plan to continually measure our performance against the Service Excellence Standards using annual surveys, tracking and reporting of key metrics and other information.
Atlas D. Evans, Vice President for Finance and Administration